Aenor renews three Fraternidad-Muprespa certificates
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At the event were present, on behalf of AENOR, its director in the Central&EMEA Region, Gonzalo Piédrola, and on behalf of Fraternidad-Muprespa, the general secretary, Antero Fernández de la Mela, the Director of the Mutualist Ombudsman Department, Marta Carabanchel, and the Director of the Quality and Environment Department, Elena Iglesias.
The Mutual Collaborator with Social Security has obtained the renewal of the UNE-EN ISO 9001 certificates, on quality management systems, 14001, on environmental management systems, and 10002, on the handling of complaints and claims.
Quality and Environmental Certificates
Fraternidad-Muprespa has renewed the certificates of the UNE-EN ISO 9001:2015 Standards, with coverage over one hundred of the centers in its network, and UNE-EN ISO 14001:2015, for environmental management systems and with coverage in 70 centers.
The first certification refers to quality management systems: it specifies the requirements for their internal application by organizations and focuses on the effectiveness of the quality management system to satisfy the needs and expectations of the client in the field of administrative management of services associated with the coverage of professional contingencies and common contingencies of the affiliated patient.
For its part, UNE-EN ISO 14001:2015, the environmental standard par excellence, has become the central axis of environmental management and one of the essential tools for integrating the environment into the overall management of the entity.
Certificate of handling of complaints and claims
In 2018, the Mutua obtained for the first time the UNE-ISO 10002 certificate, for the Treatment of Complaints and Claims from AENOR and has now obtained its renewal, which covers all of the Mutua's centers. It certifies that an organization establishes guidelines to implement a complaints and claims management system, committed to continuous improvement and customer satisfaction. It also allows organizations to develop actions aimed at anticipating problems and addressing possible reasons for complaint and allows users and clients to report a complaint and be informed at all times of the status of their claim, for which they will receive a response, after an in-depth analysis.
